Operations Support Team Lead

The Operations Support Team Lead is responsible for overseeing and coordinating the daily activities of the operations support team. This role involves supervising team members, ensuring efficient operations, and implementing best practices to meet organizational objectives. The Team Lead will work closely with cross-functional teams to ensure seamless operations and excellent customer service.

Team Leadership and Supervision

• Lead, mentor, and supervise a team of operations support specialists.
• Responsible for unblocking the team members if they are stuck with any tickets by resolving the ticket.
• Conduct regular team meetings to communicate goals, updates, and expectations.
• Provide ongoing training, coaching, and development opportunities for team members.

Problem-Solving and Issue Resolution

• Address and resolve tickets on time.
• Identify root causes of recurring problems and work with stakeholders to implement solutions.
• Escalate issues to senior management when necessary.

Cross-Functional Collaboration

• Work closely with other departments, such as BAU, Implementation, Regulations, Product support, Config factory & Product team to ensure smooth operations and effective communication.
• Collaborate with stakeholders to identify opportunities for process improvement and innovation.

Operational Oversight

• Coordinate daily activities and ensure tasks are completed on time and within quality standards.
• Monitor workflow and allocate resources effectively to meet operational demands.
• Implement and maintain standard operating procedures (SOPs) to ensure consistency and efficiency.

Reporting and Documentation

• Prepare and maintain accurate reports on team performance, operational metrics, and other key data.
• Document processes and procedures to ensure knowledge retention and continuity.

Performance Management

• Set clear performance goals and monitor team performance against key metrics.
• Conduct regular performance reviews and provide feedback to team members.
• Address performance issues and implement improvement plans as needed

Irfan Anjum: [email protected]

Mercans is an equal-opportunity employer. We value diversity and do not discriminate based on race, religion, gender, or other factors.